Scaled Customer Success Manager - Segment (West)

Posted May 17


Join the team as our next Scaled Customer Success Manager, West

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

The Scaled Customer Success team at Segment works in a regional model, where CSMs are responsible for delivering high-value scoped engagements with customers in their assigned geography. CSMs work closely with counterparts to identify risk and opportunity at scale as well as drive product adoption and value to ensure renewal and expansion. In this role, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems.

Responsibilities

In this role, you’ll:

  • Own the ultimate success of our scaled customers in your assigned region, ensuring they realize the full value of the Segment platform.
  • Develop and deliver a roadmap to success. Drive product adoption and ongoing usage of Segment, while promoting customer satisfaction and advocacy.
  • Understand your customer’s needs, thoughtfully helping business leaders to identify opportunities to expand our footprint and depth of engagement.
  • Partner internally with Solutions Architects and Success Engineers to optimize customer implementations and resolve technical challenges.
  • Partner with the Sales team to advance account renewals and expansion.
  • Partner with the Customer Success Programs Team to identify new ways to support customers at scale
  • Proactively identify account risks and develop mitigation plans (coordinating activities internally within Segment and external with customers) to resolve.
  • Analyze your portfolio, identify risks and opportunities and prioritize for impact.
  • Communicate performance opportunities and technical overviews to coordinate solutions internally across engineering, marketing, product and support teams.
  • Become an expert on the Segment platform and integrations, while keeping up with industry trends in data and analytics.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

  • 2-4 years of consultant, account management, customer success or sales experience
  • Experience managing customers across geographies
  • Proven track record of driving results for your customers and your company
  • Effective communicator in stressful situations
  • Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth.
  • Self-motivated, empathetic to customer needs and improving customer relationships

Desired:

  • Experience with customer data platforms, marketing and data technologies
  • Experience with the suite of tools in Segment’s ecosystem is a plus
  • Passionate about supporting and transforming customers’ experience
  • Technical and programming language experience a plus, but not required

Location

This role can be remote, and based in in Pacific or Mountain Timezones.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Colorado applicants:

  • The estimated pay range for this role, based in Colorado, is 86,400 - 118,800
  • Additionally, this role is eligible to earn commissions and eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.



Misc Info For This Position:

Remote Mix: 100% Remote

Job Type: Full-Time

Regional Restrictions: USA Only


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Job Info:
100% Remote
Full-Time
USA


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